POOR PRODUCT, BAD SERVICE

[Jdatkin]

I wont bore you to tears with the endless issues which include being cut off in error in January, Reconnected, then disconnected again because someone forgot to cancel the original re-provide order etc, or when it took BT 5 days to realise the problem with my broadband was because they had put 2 usernames on one dsl line.

And i wont mention beyond this point the incident when the tried to tel me that a fault was actualy because i dont have a phoneline!!!, even though they had called me on that very BT phone!!

ANYWAY - THIS MONTHS PROBLEMS................ 

I regraded my ADSL2 to Infinity 80/20 (Busines) a couple of days go. Was estimated to get 56 download and 18 upload, so chose the Infinity 80dl/20ul. At installation we got 30mb download which was quite a way short of what we was expecting!!

Have had problems with it dropping out and demanding new usernames etc.

BT sent an engineer out yesterday to check it, but he admitted he was actually a telephony engineer and not broadband trained!!! GO FIGURE!

He was very nice and spent hours on it but couldnt offer much resolution.

At one point he spoke to technical dept, and they said it could be that the Business hub 3 may be incompatible!!!!! AGAIN-GO FIGURE!!

One curious thing is that it has period where it refuses to work, giving just 0.3 - 0.7mb speed!!, BUT, if you turn off the router, then reboot it................

run a speedtest when the Broadband light is still ORANGE, i get speeds of 50mb-80mb !!!!!!!

As soon as the broadband light turns from orange to blue, the speed hits a brick wall, drops to 15mb - 30mb!

Also i usually use a simple gigabit ethernet switch (8port) from the GigE socket of the Business hub 3, then plug the pcs etc into that and its always worked great, but since we went infinity you cant connect through the switch?

Any Suggestions!!

Have tried calling BT - WAITED 2hr 15min to be answered only for the lady to tell me that 30mb way the best id get, even though there own tests suggested 56mb, and i have had speedtests show 50-80mb, but only when the Broadband light is Orange!!

She basicaly said its better than what you had on ADSL and thats that!!

I pointed out that i had opted for a 80/20 Infinity, but if i was only going to get 30 then i should be on the 40/10, but she said i should change as it could effect my speed!!, even though she said the max i would get would be 30mb!, it makes no sense at all.

I also questioned the fact that the original engineer that intalled the infinity mentioned that it was on a '40mb bearer' or '40mb pair' or something like that. When i pointed out that i had gone for the 80mb not the 40mb, he just said that he only does what the laptop tells him, and i would have to ring up.

I called, they just said that ' you should be on a 80mb connection', i pointed out i knew full well that i had asked for an 80mb, and that i was paying for an 80mb connection, but could they tell me why the engineer said it was a 40mb, and can someone actually physically check it!

She didnt know!

I asked the engineer the same thing about if i was on a 40mb or 80mb connection, and he said it seems i could be on a 40, which would explain the much slower than expeted speeds, but he didnt know how to check it physically as he is not a broadband engineer!

ALL BT STAFF JUST KEEP SAYING THEY JUST DONT KNOW!, BUT TRY TO FOBB ME OFF BY SAYING, ITS MUCH BETTER THAN YOUR PREVIOUS ADSL

I think its all shocking, and im really considering cancelling the planned upgrades of the other 2 ADSL line to Infinity.

IF ANYONE CAN HELP, PLEASE TRY!!

[kimura]

Sorry to hear that bud. I would call the support team hear and ask someone higher like a manager.

[Jdatkin]

Guess what!!!!
All blue lights on the bus. Hub3 last night, but no connection!!, same again this morning, and would u guess it!!! It's just gone belly up again this evening!

BT sending engineer out in the morning!!, any bets as to if they will send a cable trained broadband engineer out or a telephony engineer!!! No prizes though!!

I'll update tomorrow

[Jdatkin]

GUESS WHAT...........

13:25 - AND NO SIGN OF AN ENGINEER!!!, Been ringing the Infinity Faults telephone number now since 1pm, and, guess what - STILL NO ANSWER!!

Even more ridiculous is the fact that a BT Engineer turned up TODAY to fit the other Infinity broadband, on the same site which was sheduled for tomorrow!!!, but im afraid he couldnt look at it as he is only doing installations!

So basically, new connections are being done early with no warning, and repairs the broken ones arent been sorted, or at least they cant call you to say they are going to be late!!!

SHAME ON YOU BT, i swear it was you guys who said it was "GOOD TO TALK"

[Jdatkin]

IT GETS WORSE:

Still no sign of an engineer, its stiill as much use a baked bean can and string!

Called Infinity Fault Helpdesk, JUST 40min Wait to get answered today!!

They was very sorry, AGAIN, but even though they had got an appointment confirmation, and confirmed the date and time with me on sunday morning, apparently BT openreach system failed to appoint the Job correctly and sent a message back to BT Retail to say another appointment needs booking, which nobody spotted!

Where does this leave me! - still with a faulty infinity the doesnt work, and no contact from BT, even though its good to talk!

They have booked yet another appointment for tomorrow morning, any takers for a bet;

A) will they bother to turn up

B) Will they let me know if ther arent going to turn up

C) will they send a telephony or broadband enginner to this Fibre Broadband Fault?

D) will they actually sort the fault out and give me the product & service i have paid for?

Yet again, BT have failed

Failed to keep me informed

Failed to keep their appointment

Failed to correct a service affecting fault

WELL DONE & THANK YOU

[Jdatkin]

WELL, Patiently Waiting My Engineer, Appointment is 08:00 - 13:00, and i know its only 11:20, but i gotta admit im getting a touch twitchy after yesterdays no show!

Lets see if one turns up today!

Ill keep you informed!

[Jdatkin]

IT GETS WORSE

Just spoken to Infinity helpdesk/faults, after waiitng about 40 mins to get through again, then another 20 mins for them to call me back.

It appears that once again they are all REALLY SORRY, but my appointment failed to be appointed AGAIN, and no engineer has actually been booked at all, but its not their fault of course.

BUT DONE WORRY MR ATKIN WE HAVE BOOKED AN ENGINEER FOR YOU NOW, but we cant say what day or time they might show up!!

TWICE they gave me CONFIRMATION of day and time for the engineer, and TWICE THEY FAILED TO SHOW, and now they expect me to 'REST ASSURED' that they have booked one and they will sort it out, even though they havent a clue themselves what day never mind what time.

Spoken to a manager, <name removed by moderator>, who has said he weill keep an eye on it and keep me updated, a fat lot of use that is, i dont want pointless phonecalls where they cant tell me when someone might have a look, i dont want to know how so very sorry they are for the inconvenience, and i dont want a **bleep** recap at the end of every call, I WANT AN ENGINEER WHO CAN FIX THIS RIP OFF, FAULTY, UNRELIABLE PRODUCT SO I DONT HAVE TO SUFFER ANY MORE OF BT's SHODDY SHORT CHANGED SERVICE.

Where are the moderators now!

[Jdatkin]

FORGOT TO SAY:

A asked mow many time it had to fail to provide an engineer before we escelate this to either;

VIPER Team

High Level Escalations

SMC Management

Order Management

(all of which im told exist)

but apparently there is no need to do any of those.

IM NEXT HEADING TO TWITTER & FACEBOOK and will detail all the above, and all the previous cockups that bt have made including the accidental ceasing of lines etc.

An employee at BT has told me specifically that there are people in BT who just scour facebook & twitter for people shouting about how dreadful they are, well i can guarantee theyre gonna hear very loudly what i have to say about it.

I WOULD URGE PEOPLE TO THINK LONG AND HARD ABOUT SWITCHING TO BT INFINITY, OR TO BT AT ALL AT THIS LEVEL OF SERVICE, ITS SHAMEFUL, IF I RAN MY BUSINESS LIKE BT IT WOULD SINK LIKE A ROCK

[Jdatkin]

Well, late yesterday afternoon i got a call from an engineer who said he was on his way.

Two engineers turned up, one little van, and one with a platform lift van, it looked like they meant serious business!

They an some tests in the office, then headed to the local cabinet and tested at every point of connection. The got to an area of cable where they couldnt gain access, as someone has plonked a gate across a track where the cable runs.

They said there is a definate problem with sync, and contrary to what the call centre had told me, it is not something that will correct itself in the golden 10 day stabilisation period!

They also told me that, although i may be paying for a 80/20 connection, i wasnt going to be getting that, or anything close to it!

After pushing them for more details, the reluctantly told me, as they arent really supposed to!!!, that the speed out of the cabinet of isnly 44mb, so there was no chance of me getting what im signed up for and paying for!!

This makes me angry as i am paying for an 80/20 connection. It makes it worse when i have called BT and mentioned that i dont think im on an 80/20 on a few occasions, but have been told repeatedly that i am, and it will stabilise and hopefully get better.

ARE BT VERY MUCH MISTAKEN, MISLEAD, OR SIMPLY LYING TO THEIR CUSTOMERS!

The two engineers said that they had run out of time and had to leave, but that someone else would be back, possibly later that night, or more likely first thisn in the morning!

There was nothing else last night, so i assume that someone may come this morning, but who knows, they do have a habbit of just not bothering.

I will keep you all informed.

[MHC]

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Jdatkin wrote:that the speed out of the cabinet of isnly 44mb, so there was no chance of me getting what im signed up for and paying for!!

This makes me angry as i am paying for an 80/20 connection. It makes it worse when i have called BT and mentioned that i dont think im on an 80/20 on a few occasions,

---

You are paying for an UP TO 80/20 connection and if you get the 44 downstrem that the technician suggest is possible then that meets the definition.

Unless you are able to totally change the laws of physics, the further a customer gets from the cabinet will result in some loss of speed.

The 56Mbps is an estimate based onn a lot of variable factors that BT has no control over, including "noise" which can be atmospheric or generated by any equipment within tens of metres of the cables, cross talk from other cables, noise from your premises &c

Previously I was paying for an up to 20Mbps ADSL service - I received around 6.5 ... and that is all that the technology could support.   Now, I could get a 50ish VDSL service, but remain on a 40Mbps service.

I have come across one user who was always complaining that his speed was abysmal from 7:00AM through to 4:00PM but really sprang into life after that.   BT spent thousands trying to rectify it - what was the cause?  electrically noisy equipment in his premises.  

Just remember the phrase UP TO.